Front Office Manager - Guest Experience & Ops Leader

Tandem Hospitality Group LLC; Austin (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

Tandem Hospitality Group LLC is seeking a Front Office Manager to lead the Front of House, overseeing the Front Desk team and supporting all hotel operations. The Manager on Duty will be scheduled on select shifts and help ensure exceptional guest service and adherence to hotel policies.

The role requires managing desk staffing, coaching front desk agents and night auditors, and coordinating with housekeeping, engineering, catering and sales to ensure smooth guest experiences.

Qualifications

• 3 years' experience as a Guest Service Agent, Supervisor or Manager.
• Management experience required.
• Front Office Accounting experience.
• Proficiency in Microsoft applications is required.
• Verifiable record improving guest service and satisfaction.
• Ability to work a flexible schedule and be able to work weekends and holidays.

Responsibilities

• Responsible for the adherence and enforcement of all Hotel policies and procedures.
• Maintain the highest levels of professionalism and decorum amongst all staff.
• Monitor inventory control and ordering procedures for Front Office and guest supplies.
• Oversee Front Desk Agent scheduling and requests.
• Perform coaching and counseling of all Front Desk Agents, Night Auditors and PBX operators.
• Create a comprehensive training program instilling a culture of service and follow through.
• Act as a liaison between the Front Office and the Reservations/Sales team.
• Troubleshoot and resolve guest issues; eliminate opportunities to improve service.
• Handle guest complaints or issues professionally.
• Complete a daily MOD Report to communicate guest opportunities and other information.
• Assist the Front Desk with check-in/check-out processes.
• Review safety and security issues and implement corrective actions.
• Know all emergency procedures.
• Conduct twice-daily property walk-throughs.
• Coach staff on conflict resolution and de-escalation.
• Escort VIPs and guests as needed.
• Collaborate with Housekeeping, Engineering, Catering and Sales to ensure smooth group events.

Skills

Guest service leadership

Staff coaching

Microsoft Office proficiency

Flex schedule capability

Guest satisfaction improvement

Education

Front Office Management experience

Tools

Microsoft Office

Job description

Tandem Hospitality Group LLC is seeking a Front Office Manager to lead the Front of House, overseeing the Front Desk team and supporting all hotel operations. The Manager on Duty will be scheduled on select shifts and help ensure exceptional guest service and adherence to hotel policies.

The role requires managing desk staffing, coaching front desk agents and night auditors, and coordinating with housekeeping, engineering, catering and sales to ensure smooth guest experiences.